A methodology is presented herewith to assist in the systematic
evaluation of operational conditions of the vital and dynamic
processing facilities of airport terminals, which could enhance
planning and management practices adopted for airports. The
methodology focusses on the relation between capacity of
individual facilities and levels of service that passengers
experience in them, whereby important operational aspects of
those facilities are examined and analysed. The developed
methodology consists of two main parts: Capacity procedure, and
Level of Service procedure. The first establishes the relations
(Performance models) between demand levels (flows) that may
possibly be accommodated by individual facilities, and some
service measures of particular relevance to passengers that could
be used to assess the performance of facilities when subjected to
various demand levels. To accomplish this, simulation techniques
are utilized to synthesize required information. In the second,
the way by which a framework of service standards could be
established is presented. Levels of service are derived by asking
passengers (through appropriate surveys) to assess service
standards based upon their perception to service conditions at a
particular time, and their response to different variations of
service resulting at different demand levels. Through this
method, Perception-Response models are derived, where they are
used in the case studies conducted, to delineate the levels of
service for processing facilities of the airport terminal
considered.

Description:

A Doctoral Thesis. Submitted in partial fulfillment of the requirements for the award of Doctor of Philosophy of Loughborough University.